Although all public service agencies are unique in some fashion, the two cases cited by Moore are also similar in this aspect because they both use public resources in the provision of services with the concomitant authority to obligate the recipients of their services in various ways, meaning that there are two distinct "audiences" involved. As to the "must-do's" for the public managers in the BHA and HPD case studies, Moore states that for the business end of their operations, each of these agencies must seek to satisfy the customers who use their services or who are the focus of an obligation. As examples, Moore provides the following:
1. The BHA must get extra heat to Mrs. Jones, who just came home with her new baby;
2. The HPD must persuade Mr. Smith, who is suspected of an armed robbery, to come along quietly (209).
For the reporting aspects involved, both agencies must satisfy their superiors that they are achieving their goals. As examples, Moore provides the following:
1. The BHA must satisfy Judge Garrity that it is not only providing minimally satisfactory services to its clients but also admitting people fairly.
2. The HPD must satisfy the new mayor that it can invent a style of policing that reduces criminal victimization and uses the force and authority entrusted to it economically and fairly (209).
Client cooperation is important because citizens and clients do not stand outside the production process; they participate in it" (209).
Works Cited
Moore, Mark H. Creating Public Value: Strategic Management in Government. Cambridge,
MA: Harvard University Press, 1995.
Sherman, H., M. Weinberg and M. Lewis. n.d. "Measuring Value Creation." Voinovich Center
for Leadership and Public Affairs, Ohio University.
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